Information Technology Infrastructure Library

ITIL is the International Standard for IT Service Management. It has been developed in order to meet the needs of the wider international audience and to provide a common understanding of the management of IT services worldwide. It covers the aspects of IT service management that is cause of 80% of the total spend on IT by most organizations.

Course Objective

  • This course will help the participants to obtain an understanding of :
  • Model Based Improvement of IT Service Management
  • Service delivery Processes
  • Practical aspects of effective implementation

Course contents

  • Model Based Improvement of IT Service Management
  • Overview of ITIL
  • Model Framework 
  • Service Delivery Process
  • Relationship / Resolution / Control & Release Process
  • Scoping
  • Implementing & Certification

Course Benefits

  • A more competitive business 
  • Aligned IS/IT strategy with the overall business strategy 
  • Managed and reduced risks 
  • Managed and reducing costs 
  • Faster time to implement change 
  • Suppliers and partners will become more integrated and service focused 
  • Benchmarking


The training would be in classroom mode. The approach would be client server relationship, to promote free and frank discussion with emphasis on practical application of the model.

Throughout the course exercises, practical discussions, brainstorming, cases shall be discussed/solved to reinforce the concepts. 

Target Audience

  • Senior managers
  • Project managers
  • IT infrastructure and facilities management professionals
  • Professionals in the field of service quality